DID YOU know ?
Heartists make complaints meaningful. We want our guests, our members, and all our team members to know they can speak up when things aren’t right. We want to know when something is not up to scratch, because then we can help. And Heartists are helpers. Psychologists call it The Helpers High, because the act of selflessly helping others releases endorphins in our brain that makes us feel good. And complaining is good for complainers too. But there's a catch.
A meta-analysis of many studies found that the act of being heard is healing in itself. That is, we can be a healing influence for our customers and in our communities simply by practicing active listening.
Your most unhappy customers are your greatest source of learning.
OUR JOB: MAKE COMPLAINTS MATTER.
Complaining is only beneficial to us when the complaint feels meaningful. So at Accor, our job is to make our guest’s complaints meaningful. Our job is to show we care about every detail of our guests’ experiences – even the tiniest things are meaningful.
- BILL GATES
106 | FOUR: PEOPLE HATE TO BE WRONG
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